Use Case

Notify Requester and Assignee on Ticket Field Modifications

Scenario

In a support environment, certain ticket updates—such as changes to Status, Priority, Assigned Team, or Impact Service—can significantly affect resolution timelines and ownership. To ensure transparency and timely communication, the system must automatically notify relevant stakeholders whenever these critical fields are modified.

Configuration Overview

An administrator configures a Notification Configuration rule with the following details:

• Module: Ticket

• Workflow: Ticket Antivirus

• Type: Notification Configuration

• Fields: Status, Impact Service, Team, Assignee, Priority

• Notify To: Requester, Assignee

This configuration ensures notifications are triggered only when one or more of the selected fields are changed.

How It Works

1. A ticket is created and assigned to a support engineer.

2. During ticket handling, the assignee updates one or more configured fields—for example:

   1. Status is changed from Implementation to Reschedule

   2. Priority is changed from Medium to High

3. The system detects that the modified fields are part of the Fields selection in the notification configuration.

4. A notification email is automatically sent to:

   1. The Requester, to keep them informed of changes

   2. The Assignee, for confirmation and traceability

System Behavior and Controls

• Notifications are triggered only when fields listed in the Fields configuration are modified.

• Changes to other, non-selected fields do not trigger any notification.

• Multiple field changes in a single update are consolidated into one notification email.

• The notification email is automatically logged in the Communication tab of the ticket for audit and reference.

• The system prevents duplicate notification configurations for the same Module and Workflow combination.

Outcome

This configuration ensures that:

• Key stakeholders are immediately informed of meaningful ticket changes.

• Noise from unnecessary notifications is avoided.

• All field change communications are traceable and auditable within the ticket lifecycle.